Facility Operations and Customer Experience Manager

Job Description

Job Description

Benefits:

• Health insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Dental insurance

Position Summary

Under the direction of the Director of Facility Development, the Facility Operations & Customer Experience Manager is responsible for leading the daily operations, customer service initiatives, facility relations, compliance oversight, and quality assurance functions of the Facility Operations and Billing Department.

This position serves as a primary point of leadership for clinical support services provided to mental health and substance use disorder facility programs, including outpatient programs such as PHP, IOP, and OP, as well as residential treatment homes and other contracted care settings. In addition, this position provides operational support to providers, internal staff, leadership, and external facility partners.

The Manager is responsible for maintaining positive, collaborative working relationships with facility staff and key stakeholders, resolving escalated concerns, supporting regulatory and organizational compliance, ensuring operational efficiency, and fostering effective cross-team collaboration. This role requires a proactive, solutions-oriented leader with sound judgment, strong communication and conflict-resolution skills, and the ability to manage multiple priorities in a fast-paced environment. The candidate must have proven experience in healthcare operations, customer service, team management, and an understanding of regulatory compliance.

Roles & Responsibilities

Leadership & Management

• Lead, mentor, coach, and develop department staff while establishing clear performance expectations and accountability.
• Oversee daily department operations, billing, staffing coverage, workflows, and productivity.
• Conduct performance reviews and employee development.
• Support employee recruitment, onboarding, training, and retention.
• Foster a professional, collaborative, and white-glove service-focused team environment.
• Make informed decisions and effectively manage operational challenges and change.
• Set and model a strong sense of urgency, responsiveness, and accountability, ensuring staff understand and consistently meet expectations for timely follow-up and resolution.
• Ability to stay current with evolving healthcare and industry standards and effectively adapt operations, workflows, and practices as requirements change.

Facility Operations & Billing Support

• Serve as the primary point of contact for internal office managerial communications and day-to-day operational coordination.
• Oversee daily operational support provided to partner facilities. 
• Oversee and support provider scheduling, facility coverage, appointment coordination, and schedule changes across multiple programs and levels of care.
• Manage and maintain Google Calendar accuracy, TigerConnect communication groups, provider schedules, and on-call coverage.
• Work across multiple EMR platforms and communication channels to ensure information is accurate, timely, and appropriately communicated.
• Support facility onboarding by implementing established PNS templates, workflows, materials, and templates within facility EMR systems, and ensuring accuracy of proper configuration.
• Ensure prescribers are appropriately assigned and configured within facility EMR systems.
• Ensure TigerConnect groups, users, and communication channels are set up correctly.
• Conduct onboarding quality checks to ensure required systems, templates, access, provider assignments, and communication channels are functioning properly before services begin.
• Support facility offboarding, including provider and staff communication, EMR access and system deactivation, removal or transition of templates and workflows, materials, communication channel updates, and completion of required offboarding documentation.
• Monitor and support billing data and ensure appointment counts, provider schedules, and billing-related data are accurately aligned and reconciled.
• Monitor communication and response times between providers, staff, facilities, and internal departments.
• Address urgent operational matters, including peer-to-peer reviews, prior authorizations, urgent appointment requests, and other time-sensitive provider or facility needs.
• Coordinate operational needs between facilities, providers, billing teams, and leadership to ensure continuity of services and timely resolution of issues.
• Prepare operational and performance reports as needed.
• Ensure required documentation, evaluations, orders, and related information are accurately entered and maintained in facility EMR systems promptly.
• Support billing-related processes by ensuring required information is accurate, complete, and submitted timely.
• Maintain departmental dashboards, trackers, and reporting tools.
• Effectively manage and work across multiple communication platforms, email systems, and communication channels while maintaining timely and accurate communication.

Customer Experience & Relationships

• Maintain positive and professional working relationships with providers, facility staff, internal teams, referral partners, and other key stakeholders.
• Serve as the primary escalation point for facility concerns, complaints, provider issues, and operational challenges.
• Investigate concerns, identify root causes, and coordinate appropriate resolutions.
• Monitor service trends and identify opportunities to improve responsiveness, communication, and customer experience.
• Ensure concerns and requests are addressed professionally, promptly, and effectively.

Compliance & Quality Assurance

• Oversee departmental compliance with organizational policies, contractual requirements, operational standards, and applicable regulatory and accreditation requirements, including DHCS, DSS, TJC, CARF, and other standards applicable to each contracted facility.
• Maintain a strong understanding of operational requirements specific to each level of care and ensure departmental practices are adapted to meet applicable requirements.
• Conduct routine EMR audits to ensure accuracy, completeness, compliance, and timely completion of communications, scheduling, documentation, provider responsiveness, and workflows.
• Monitor completion of required documentation, provider sign-offs, medication orders, and operational tasks.
• Identify deficiencies and coordinate corrective actions.
• Support organizational readiness for audits, accreditation activities, and regulatory reviews.
• Track facility census, psychiatric evaluations, appointments, no-shows, billing, utilization, and other operational metrics.

Qualifications

• High School Diploma or equivalent required. 
• Experience working in mental health, substance use treatment, or a related healthcare environment required. 
• Minimum of five (5) years of progressive healthcare operations experience. 
• Minimum of three (3) years of management experience overseeing staff, customer service operations, and departmental workflows. 
• Demonstrated experience managing customer service initiatives, complaint resolution, and service recovery. 
• Experience overseeing compliance programs, operational audits, and quality improvement initiatives. 
• Strong experience building relationships with healthcare stakeholders. 
• Management experience and demonstrated leadership success. 

Success Measures
Performance in this role will be evaluated based on:

• Operational Excellence: Effective, timely, accurate, and efficient support across providers, staff, contracted facilities, and internal teams. 
• Customer Experience: Consistent delivery of professional, responsive, and high-quality customer service, including effective resolution of escalated concerns. 
• Staff Leadership & Retention: Build and maintain a high-performing, engaged, accountable, and professional team through effective leadership, coaching, development, and retention. 
• Urgency & Responsiveness: Establish and model a strong sense of urgency, ensuring operational and customer needs are addressed promptly and appropriately. 
• Systems & Operational Accuracy: Maintain effective and accurate management of scheduling, communication platforms, EMR systems, Billing Hub, and related operational processes. 
• Facility Transitions: Ensure successful and timely onboarding and offboarding of facilities, including operational, system, communication, access, and documentation requirements. 
• Compliance & Quality: Maintain compliance with organizational, contractual, regulatory, accreditation, and level-of-care requirements while adapting to changes in applicable standards. 
• Continuous Improvement: Identify operational challenges, inefficiencies, and service gaps and implement solutions that improve efficiency, communication, accountability, and service quality. 
• Leadership Communication: Maintain consistent, open, and proactive communication with the Director of Facility Development and promptly escalate significant operational, staffing, facility, compliance, and service-related matters. 
• Departmental Performance: Consistently achieve departmental goals, quality standards, operational expectations, and organizational priorities.